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Service Focused Programme

Open For Enrolment Course


Advance your career.
Understand today. Influence tomorrow.
The Most In-Demand Subjects from the World's Leading Experts

LEADING THE CUSTOMER EXPERIENCE. Build a Customer-Centric Culture & CX Governance

Date: October


Becoming a customer-centric organisation that performs at its best requires change, and change requires courage and empowerment.  

These attributes can only be generated by understanding and developing the right leadership skills. 

Leadership - evolution, models, and latest benchmarks 

What is the customer-centric organization? 

What does it take to become a customer-centric organization? 

How does the consumer experience connect with the employee experience? 

How can we measure and continuously improve the employee experience? 


Get started today.

Don't miss this UNIQUE opportunity and enrol for the course today !

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Who is the course for?

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Benefits & Tools

This course creates the space for developing the most important leadership skills that will help you lead your team and the entire organisation towards CX performance. Coaching of the most effective leadership behaviors, fostering self-awareness and an appropriate feedback culture, applied to the customer experience, will lead to the expected results, and will increase customer engagement. 


A customer-centric organisational culture with CX-focused governance will lay the foundation for an extraordinary customer experience for both external and internal customers and will provide experienced managers with important performance-oriented leadership skills in a global environment, based on speed and technology. 

Acquired Knowledge & Skills

  • How can you embed a customer-centric culture in your organization? 
  • How to lead with purpose and how to focus on values that drive behaviors 
  • Calm and clarity in leadership/management of anxiety and stress 
  • Tools and methods used to engage and inspire external and internal customers 
  • Agility of a great leader 
  • Creation and development of high-performing organizations through leadership 
  • Leadership traits of a CX performer – becoming a CX leader 

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Course instructor


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Hospitality expert

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  Roxana Manolescu  
  Programme advisor  

Contact us

  phone  +40 752 220 202

Interested in this course for your business or team?

See our Customised Trainings.
Meet the Masters of Change.


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